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Work Background
Generations BankVice President, Treasury Management | Business Advisor | Operations Leadership
Jul. 2021Bentonville, Arkansas, United States · On-siteRecruited to shape day-to-day operations of start-up department, working closely with bank executive team to instill vision and strategic plan for growth. Build profitable relationships with 100+ middle market to large corporate clients. Foster loyalty by recommending product solutions based upon business analysis. Cross-sell to optimize profitability and cement alliances. Collaborate across multiple departments, e.g. Marketing, Lending, Deposit Operations, and Finance to advance department goals. Direct and evaluate Administrative Support and Treasury Coordinator. Build positive community relations through volunteer roles and events attendance. Member of IT committee, evaluating opportunities for improved digital platform and products. Work directly with Chief Operating Officer and Chief Financial Officer. Report to Bank President. ==SELECTED ACHIEVEMENTS==
- Architected department infrastructure, including policies, procedures, and processes to support organization performance targets; nurtured through early growth phase and in handling $850M in assets.
- Led streamlined transition of entire client base onto new digital platform while continuing to visit clients and maintain daily schedule.
- Generated 85% increase in fee revenue collected by integrating an accurate reporting system of delivered services.
- Grew Cash Management portfolio 70% within 18 months through promotional material and one-on-one client education on product availability and benefits, including FDIC insurance, bookkeeping software, and merchant services.
- Achieved A rating (best possible) from auditors due to established operations standards and record-keeping protocol.
United Bank NWABusiness Development Coordinator | Business Operations Analyst
Sep. 2019 - Jun. 2021Springdale, Arkansas, United States · On-siteExpanded commercial accounts through relationship building and attentive customer service while adhering to regulatory requirements. Advised clients of products and programs, including digital services, checking and savings accounts, cash management, and positive pay products. Performed client training on new items and troubleshooting of any issues. Maintained constant awareness of product / service trends to gain competitive edge. Strategized with Marketing on promotional material. Built positive community relations and expanded business reach through involvement with local organizations, including Chamber of Commerce and Habitat for Humanity. Maintained up-to-date knowledge of NACHA rules. Answered to Sr. Vice President, Retail Banking Manager. ==SELECTED ACHIEVEMENTS==
- Established initial processes to advance business operations, including creation of applications, agreements, and data usage reports.
- Owned customer relations issues, rapidly resolving to prevent escalation and solidify account loyalty.
- Analyzed profitability reports and discussed ways to improve shortfalls with department leadership.
- Built loan payment center for businesses, working with Loan Payment team to engineer online options.
United Bank NWAAssistant Bank Branch Manager | FSR Team Leader
Oct. 2016 - Sep. 2019Springdale, Arkansas, United States · On-siteDirected Financial Service Representatives (FSRs), overseeing daily performance and resolving issues to promote optimal workflow. Interacted with hundreds of customers every month. Trained and mentored FSRs on job performance; verified all operational functions precisely performed. Coached team on effective sales techniques and client relations strategy, modeling behaviors and consistently capturing performance targets. Ensured staff awareness of changing policies and processes. Assisted Branch Manager with reports and statements of daily work for presentation to Bank President. ==SELECTED ACHIEVEMENTS==
- Achieved A audit rating due to training FSRs on delivering exceptional accuracy and adherence to regulations.
- Consistently achieved sales and service goals, nurturing customer relations and account retention.
- Advocated a culture of cooperation across entire organization and with outside contacts.
- Led change management initiatives, ensuring 100% compliance with alterations in operational standards.
United Bank NWAHead Financial Service Representative
Aug. 2015 - Oct. 2016Springdale, Arkansas, United States · On-siteHired as Senior Financial Services Representatives and promoted in 2 months. Monitored staff performance to ensure accurate completion of daily transactions and adherence to policies and procedures. Assisted FSRs with out-of-balance reconciliations. Ensured proper daily completion of logs and security procedures. Approved checks in Branch Manager’s absence. ==SELECTED ACHIEVEMENTS==
- Maximized overall branch operations by pre-emptively evaluating FSR reports and advising of performance goals.
- Created dual approval process for checks, eliminating fraud and reducing errors.
- Reached 100% sales goals set by Branch Manager every month; ranked #1 from among 4 branches.
- Decreased customer wait time to below average by assisting staff in addressing issues.
Susquehanna BankBranch Operations Supervisor
Mar. 2003 - Aug. 2014Oversaw branch teller hiring and training with consistently high-performance audit reports, ranking #1 from ~250 branch locations.
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